The Complete Guide to Customer Support by Joe Fleischer and Brendan Read, softcover, 272 pages, 2002, $44.95

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Overview

Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy.

The Complete Guide to Customer Support is a concise, practical guide to running an effective customer support operation, highlighting key issues such as:

  • How do you organize your support to meet customers' needs?

  • How do you attract, train, and retain the best staff?

  • What technologies do you need and how to they fit into support?

  • What are the best ways to mesh live, automated, and field support?

  • How do you ensure customers consistently reach people who can help them?

  • Do you charge for support?

  • And how do you know if your support operation is really doing a good job?

Using clear, logical explanations and case studies, balanced with wit and graphics to illustrate key methods, trends, and technologies, this book is an invaluable resource for understanding how support is evolving beyond technical help to long-term customer care.

Table of Contents

  1. What Are Customer Support Centers?
  2. The Role of Support Center
  3. Support Center Operations
  4. Providing Live Support
  5. Support Center Adjuncts
  6. Locating and Building Support Centers
  7. Support Center Technology
  8. Staffing and Training
  9. Certifications and Benchmarking
  10. Knowledge Delivery a.k.a. Knowledge Management
  11. Customer Relationship Maagement
  12. Day-toDay Support Practices
  13. Downsizing Your Support Center
  14. Resources Guide

Suggestions for Additional Reading

Glossary

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